Customer Service Centre Representative

Luxottica; Thornbury; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading eyewear company in Thornbury is seeking a Customer Service Centre Representative to provide effective support and solutions to customers. The ideal candidate will have strong communication skills and a passion for delivering an excellent customer experience. This role allows for hybrid working, providing up to 40% time at home.

Benefits

Healthshield healthcare cashback programme

Performance-related bonuses

Discounted EssilorLuxottica products

Enhanced annual leave

Qualifications

• Experience in a customer service environment.
• Strong telephone manner and communication skills.
• Ability to work supervision and as part of a team.
• Experience using a CRM system.

Responsibilities

• Provide solutions and support to customers via phone.
• Process orders and resolve queries promptly.
• Create quality Salesforce cases and follow up effectively.
• Work with various teams to maintain service quality.

Skills

Customer Service Experience

Excellent Communication Skills

Problem-solving Skills

Attention to Detail

Data Entry Skills

Education

General education qualifications including Maths and English

Tools

Salesforce

SAP

Microsoft Office

Job description

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray‑Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high‑quality vision care and best‑in‑class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e‑commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible!

Your role

We are looking for a customer service centre representative who will provide customers with an effective and easy‑to‑use telephone call centre service that offers solutions, support and information at the time of interaction. We want to empower you so that you can add value to our customers' experience and exceed their expectations. The challenges of the role come from the breadth of knowledge required across systems and products, delivering an effective service during peak season/operational issues, whilst balancing customer demands. This role is based in our Thornbury centre, and will be primarily focused on resolving customer complaints.

Main responsibilities

• Provide customers with a variety of solutions, support and information at the time of interaction. Topics include order chase, order place, order queries, stock issues, technical, resolve EDI queries, deliveries, pricing and promotion.
• Expedite urgent customer orders.
• Accurately and precisely enter/process orders, POS and credits same day, applying knowledge of products.
• Be accountable for creating quality Salesforce cases and contacts, taking ownership to avoid duplication, sending to the correct team, closing of cases raised and making follow‑up calls in a timely manner. This includes adherence to the Customer complaints procedure.
• Work cross functionally and across sites to obtain information and keep the business updated.
• Escalate issues to Team Manager and Business Development Managers (BDMs) as appropriate.
• Continuous improvement: contribute to an improvement culture which strives to continually improve our service to customers.
• Compliance: Undertake responsibilities in line with company policies and procedures, following Health & Safety guidelines and environmental responsibilities.
• Training: Keep up to date by participating in continuous training opportunities e.g., Leonardo, new products.
• Company Principles and Values: Be a role model holding yourself and others accountable to them and acting in accordance with them at all times.

Main requirements

• Previous experience of having worked in a Customer Service environment, demonstrating passion and tenacity to deliver 1st class service.
• Excellent telephone manner and communication skills – confident, calm and clear telephone skills.
• Strong problem‑solving skills and able to use initiative or escape queries effectively.
• Able to work under own supervision whilst being a strong team player.
• Consistently high standards, high attention to detail and good organisational skills.
• Excellent PC, data entry and administration skills.
• Demonstrable experience with SAP, AS400, Annapurna or Similar platforms.
• Proven experience using a CRM system such as Salesforce.
• Good working knowledge of Microsoft office applications.
• General education qualifications including Maths and English.
• Background with optical products.

What’s in it for you

• Company funded provision of Healthshield, our healthcare cashback programme.
• Performance‑related bonuses, and opportunities to become a Shareholder.
• Free and discounted EssilorLuxottica products, including Frames and Lenses.
• Hybrid working, with up to 40% of your time spent at home.
• Enhanced annual leave, sickness leave, and more.

Our recruitment process may vary; if you are selected, you will be contacted by our recruiters to guide you through the specific steps for your application.